Petro Home Services

January 5, 2016I am responding to above named case number regarding consumer, *** *** *** was contacting us concerning the November 30th, oil delivery.On December 4th, *** *** called in concerning the delivery he received on November 30th, As of this date we had no
record of *** *** canceling his accountThe last actively we show on the account was the *** Tune Up on November 27, If *** *** could supply us with the cancel confirmation number we provide when canceling an account, we could further review his claim.As a courtesy, on December 19, one of our Customer Service Representatives called and spoke with *** *** and offered him a credit $towards his balance of $to resolve the issue

Let me start out by stating that I have been a client of Petro oil since 11/and over the years invested a minimal of $including a new furnaceOver time, what I began to realize was that they were automatically renewing my service contracts and that the rates were going through the roof to a price of $in 11/Realizing this, I began to shop around and found that local oil companies were offering the same service for half the pricePetro oil was contacted and it was discussed that they would reduce my rate to the competition in return that I would agree to a automatic delivery that I already was doingI had deliveries in March and another in October The October delivery resulted in only a few gallons of oil deliveryPetro attempted to delivery more oil in December but realized the tank was full again.Afterwards, I was contacted by a Petro rep complaining that the fact that the tank was full jeopardized the safety of the driver ( vapors could cause explosion??)and that I could incur a delivery fee if it should occur againConsidering this, I advised them that I had not turned on the furnace yet and that if you were concerned about driver safety, you should call first before making deliveryIn January, I received a call from Petro stating that I was being charged a early termination fee $for canceling my automatic delivery agreementI advise them that I did not cancel my agreement and December was the warmest on record and little oil was being usedThey didn't seem to recollect or care about our earlier conversation and continue to call me and request paymentSince then, I have had numerous communications with them requesting documentation and copies of phone conversation to support their claimThey cannot provide any documentation and state that I verbally committed to the agreement back in February Do your homework before you consider Petro for your serviceBased on other reviews here, there seems to be a lot of discontent amongst customers with similar stories

On May 22, at 11:am *** *** spoke with one of our representatives and it was agreed to credit off the entire $charge. I have included a copy of the account transaction report which show the credit and the ending zero balance for his account. The inspection was
completed and the information was provided to the realtor

November 13, I am responding to above named case number regarding
consumer, *** *** *** *** was contacting us concerning
the outstanding service work that still needed to be completed at her property.On November 12, our Service Manger Jim G***
was in
contact with *** *** and we agreed upon her conditions and will be
contacting her to complete the service work

November 13, I am responding to above named case number regarding
consumer, *** *** On December 6th 2014, *** *** had contacted us concerning the refund for a credit on her
cancelled account. The refund was requested
on December 6th and will be sent out in
the next 5-business
days

Hi, Our Service Manager John *** and I called the customer *** and spoke with him to be sure there was an understanding of what occurredThe customer wasn’t initially a Petro Home Services customerHe had another company who diagnosed the issue with his heat exchangerThe
customer called us and asked us to come and replace this heat exchanger based on it being under the manufacturer’s warrantyWe accommodated the customer and when it was sent to the manufacturer directly, it was not the heat exchanger as the customer initially informed usJohn *** advised that there are several ways to diagnose this issue and we weren’t able to as we didn’t perform service calls as he wasn’t our customerWe didn’t have the history that was needed to diagnose and there are times when it is visible to the naked eye, however, this wasn’t one of themPetro Home Services came to do a service that was requested by our customer and we did the job as requested and the unit was working fine afterwardsThe records from the manufacturer indicated that the unit wasn’t properly cleaned and maintained which may have caused the misdiagnosis from another companyAs a result, Petro Home Services is not responsible for the costs that were incurred as a result of this service being performedWe explained this and the customer understoodWe provided him with John’s direct contact information in the event he needs to reach out to him again regarding this matterWe consider this matter closed

January 5, 2016I am responding to above named case number regarding consumer, *** *** *** was contacting us concerning the November 30th, oil deliveryOn December 4th, *** *** called in concerning the delivery he received on November 30th, As of
this date we had no record of *** *** canceling his accountThe last actively we show on the account was the *** Tune Up on November 27, If *** *** could supply us with the cancel confirmation number we provide when canceling an account, we could further review his claim.As a courtesy, on December 19, one of our Customer Service Representatives called and spoke with *** *** and offered him a credit $towards his balance of $to resolve the issue

Revdex.com:At this time, my complaint, ID *** regarding Petro Home Services has been resolvedThe lawyer for the business says that the case is solved and we won't be receiving anymore billsThank
you***
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

I was a loyal Petro customer for many years. Their technicians and reps for the most part were quite good. My issue was that they were much higher priced than other oil companies so I decided to switch. I fullfilled my financial obligation to Petro before cancelling so was not in violation of my contract. However, when I went to cancel I got a very rude response. I kindly let her know that I would love to stay but her quote was significantly higher than oil company B (whom I ended up going with). She went on and on about how they wouldn't provide the same level of service which is a bunch of BS (just a marketing technique I told her). I then reminded her that I was not scheduled for another oil delivery for several weeks (she confirmed) and I confirmed that no other bills would be sent (she confirmed). Well the very next day wouldn't you know it but a Petro oil truck pulls up to my house to deliver oil. Luckily I was home and told him I had cancelled so he pulled away. I then called the same customer service rep to ask why and she gave me a lame excuse of the systems not talking with one another. My scheduled delivery was several weeks away remember so I doubt that was the case. Now if I wasn't home they would have delivered oil and knowing them I would have been liable for it. Unbelievable! I will never be a Petro customer again.
PS - why is that loyal customers pay a higher rate than those that just join? I still can't figure that out.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi,
 
I am sorry that you feel this way. We called as recently as January 18th and left a voicemail asking for a return call. We have located two calls that provide the information. We would love for the customer to return the call to listen and we can resolve this issue.

The unit that was installed 3 years ago doesn't have a lifetime of part coverage and or labor warranty.  Please refer to your warranty coverage information through the manufacturer. On the account there is a heating service plan which is for the heating season and the coverage...

details is available online for our customers convenience.  The blower wasn't replaced it was the run capacitor which isn't covered under the heating plan on the account - cost would have been approx. 150$ which was not billed as a courtesy to our customer. We did however charge for diagnostic fee as we sent out a technician during the summer to perform work. This account doesn't have an air conditioning plan on the account which would have waived that charge if call took place during business hours. Mrs. Baker has been a customer of over 5 years and because we value her business will offer to split the cost of diagnostic fee as a courtesy to her. Best Regards,
Rosa [redacted]
Customer Service Supervisor
Petro Home Services

This customer was complaining about cooling on the second floor. A technician responded on 07/21/2016 and found no issue with the unit. We had another...

technician who responded last night and found no issue with the installation. He explained to the customer that because the thermostat was on the first floor it was being satisfied and shutting down while the second floor still could use cool air. This is a common issue when you have A/C and everything is on the same zone ( we just changed the unit itself – The duct work was already existing in the home). Last night our technician partially closed the damper going to the first floor so more cool air would be forced to the second floor. I spoke to the customer a few minutes ago and he said it seemed to be better since last night. The electrician will be there today to take care of the failed inspection. I told the customer that I was going to respond to the Revdex.com by stating that we resolved the issue. I also gave him my direct number if he felt there were any future issues with the unit.

At this time, I have been contacted directly by Petro/Cibro Of The Bronx regarding complaint ID [redacted], however my complaint has NOT been resolved because:...


We are in the process of cleaning up the damage in the basement.  They have asked us to do the clean up ourselves because of the personal nature of items involved.  This is a time consuming process because we are do not have a lot of the necessary free time to do it.  We have not been provided with any help to accomplish this.  They promised monetary compensation in the future for our time but we have not received a penny despite hours and hours of our time. The wood furniture is already rotting because of the water damage.  The carpet is stained and smells and needs to replaced.  The furniture needs to be replaced.  We have received NOTHING in writing from them.  This has not been resolved.  We are afraid that they will NOT honor their verbal commitment.
thank you
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They have not addressed the issue at all.  We cancelled the service and they delivered the oil anyway.  Petro can't find the call but they still can't explain how I know that our next oil delivery was scheduled for November or why they came early in October.  Clearly, we did not need oil at the time they had delivered it. There was plenty in the tank and we had notified them that we were converting to gas heat. This was a simple attempt to get one last oil delivery in despite the fact that Petro was notified that we don't want any further deliveries.  
In addition, the only calls we received are a barrage of collections calls and a message offering to play back calls that we have already determined are the wrong ones.  There has been no effort to take back the oil that I did't want and can't use since we have converted to gas heat.   
Regards,
[redacted]

I will give them 0 star if I can, yelp needs to fix that. Been with them for 3 years, every year they missed their delivery on time and leave me with an empty tank. Like today, It's 28 degrees outside, and getting colder , when I called them and ask for a delivery, they told me the soonest will be at least 10 hours. PETRO has no service, don't count on their service. GO with COD company to save money. AVOID

Hi Mr. [redacted],
 
Thank you for being a loyal Petro Home Services customer. I apologize that you endured this issue and will be more than happy to accommodate your request. A supervisor will be calling with the credit amount that we will be issuing.
 
Regards,...

 
[redacted]
Customer Service Manager
Petro Home Services

At Petro, we take pride in ensuring our customer’s satisfaction. We are disappointed that you feel our prices did not fluctuate during the time you were a Petro customer. Upon thorough review of the account we confirmed you received 3 deliveries from us, all priced...

differently from 1st to the last delivery respectively as follows $3.499, $3.299 and $3.649. We feel we have adhered to the terms and conditions of our mutual agreement confirmed when the account was established.  While we respect the comments you made on your Revdex.com complaint it does not match our records in its entirety. It’s important to keep in mind that every company operates differently and have their own governing rules in place to manage their business. Also, most companies do not have the ability to respond to service or delivery issues in the way Petro does, all comparisons should be based in direct comparison to services and products offered. We thank you for your doing business with Petro.If you have any further questions or comments regarding this matter, please feel free to contact our Customer Service Manager directly:

[redacted], who was a Petro customer...

since June 2013, first notified us of her home being on the Market on 03/**/2014 at 11:13am.  She was returning our call from 3/*/14 advising her that her monthly budget payments should be increased to avoid a larger settlement balance to which she agreed.  During that conversation she told the representative that she is going to be selling her home and asked about stopping deliveries.  The representative asked [redacted] if she had a closing date, customer said No.  The representative advised [redacted] that she was due for a delivery that month and if she stopped deliveries at that time, she could run dry and not have heat or hot water. The representative advised [redacted] that she could let deliveries continue until the home was sold and they have a closing date and than call back to cease deliveries, [redacted] agreed.  We did not hear from [redacted] until 7/*/14 in the form of a letter that the home was being sold.  Petro immediately put a stop on all deliveries ( 7/*/14 at 12:19pm ) and reached out to [redacted] leaving her a message. Petro's Credit dept. starting calling [redacted] on 7/**/14 due to the balance. There was no contact made and no return calls until 7/**/2014 when [redacted] called to make sure deliveries were stopped after receiving the price renewal letter. Representative advised [redacted] that yes, the deliveries were already stopped for selling. [redacted] advised that rep that she would send in payment for the balance.  No payment arrangements were made with Petro.  The credit dept.made  many calls to [redacted] in the interest of making some arrangements with no contact until 9/**/2014 when [redacted] called to say, stop sending her credit letters because she has arrangements.  The credit rep advised that she did not make arrangements on the balance, she is just sending in payments when she sees fit which we saw as a sign of good faith but that will not stop credit calls or letters on the account if there is a past due balance without a payment plan in place. The representative offered to split the balance up over 10-14 months but she would have to give us post dated payments for each month. customer refused.  Rep advised that without a commitment of post dated payments the best she could do would be 8 months and would send her pre-addressed envelopes to send the payments back in, [redacted]  agreed. Rep also advised that as long as she makes payments each month, we would remove the late fees.  [redacted]’s payment receipts are her cancelled checks and statements showing the last payment and balance, there are no other receipts to give her as she did not pay over the phone or in person.  There were issues with two checks mailed in. On one, [redacted] did not finish filling out the check so we had to return it to her and on the other there was an issue at our processing center and the check was damaged while being opened.  We called [redacted] several times to notify her and sent an apology letter for the check being damaged.  Petro has followed our procedure for collecting on monies owed and in no way harassed [redacted]. .   As of today 7/**/2015, [redacted] still owes Petro $261.52 from May 2014 and her account is set to go to a collection agency on 7/**/2015 if payment is not received.

Revdex.com:
At this time, I have not been contacted by Petro regarding complaint ID [redacted].
Sincerely,
[redacted]